Klarissa 's blogtag:typepad.com,2003:weblog-812491297523361392011-01-25T14:52:50+00:00TypePadOxford Spires Academy cake and cookie sale by Klarissa, carriann and carley.tag:typepad.com,2003:post-6a0120a7a72d2a970b0148c7fcace6970c2011-01-25T14:52:50+00:002011-01-25T14:52:50+00:00Oxford Spires Academy cake and cookie sale by Klarissa, Carriann and Carley We will be doing a cookie and cake sale in school and would like to get our customers feedback. The cookie and cake that we will be selling with be personalised to our school houses colours. we will put up posters around school and speaking to must of you, to let you know when our sale is. the posters will tell you the exact date and what time as we are not sure at the moment. we will be selling the cookies for 50p and the cakes for...Klarissa

We will be doing a cookie and cake sale in school and would like to get our customers feedback. The cookie and cake that we will be selling with be personalised to our school houses colours. we will put up posters around school and speaking to must of you, to let you know when our sale is. the posters will tell you the exact date and what time as we are not sure at the moment.

we will be selling the cookies for 50p and the cakes for 30p and they will be sold in an area that will be put on the posters. All the information that will be needed will be put on the posters around school.

if you have any questions, please ask and they will be answered as soon as possible. Thank you.

tag:typepad.com,2003:post-6a0120a7a72d2a970b0133ec54432a970b2010-03-30T11:52:33+01:002010-03-30T11:52:33+01:00Informal customer feedback this is where a manger gets told by its customers, how the business is doing, how it can improve, what their doing well and any other information the customer feel the manger should know. Eg. When you go to Nando’s and they ask you for feedback about how you think the service was and what you liked about their service. Customer questionnaire This is where a business will hang out a piece on paper or a leaflet with questions that they like the customers to fill out. So like all business they like to know where they...Klarissa

Informal customer feedback
this is where a manger gets told by its customers, how the business is doing, how it can improve, what their doing well and any other information the customer feel the manger should know.
Eg. When you go to Nando’s and they ask you for feedback about how you think the service was and what you liked about their service.

Customer questionnaire
This is where a business will hang out a piece on paper or a leaflet with questions that they like the customers to fill out. So like all business they like to know where they need to improve and what they can do better. Eg. Thorpe Park gives the customer a leaflet when you leave so you can tell them information about what you enjoyed and what they can improve on.

Customer comment cards
A customer comment card is when the business leaves a card which they like you to fill out and say what you enjoyed and what you think they need to work on within the business. The card you fill out is left anonymous so they will not know who has written the card. Eg. When you go out to a restaurant they leave the cards on the table for the customers to fill out and give the restaurant feedback.

Staff feedback
This is where the staff let their mangers know what they are happy and unhappy with in their work conditions and if they would like something within the business to change or that the manger can make sure his/her employees are happy with what is happening in the business. Eg. At Tescos if an employee doesn’t like working in a certain area of the shop the manger can switch with another employee who is happy to work there.
Mystery customers
this is where a business will get a member of staff to go around as a customer and the employees will not know that the person actually works for them. This is so the business can see where the business is going wrong and what they need to improve on. Eg. In Tescos the manger will go around as a customer and see how the employees react to them and see how the service that they are providing is working.
Complaint letters
Complaint letters are when a customer does not like the service that has been provided and then will write a letter to complain about it and let the business know where they are going wrong. Eg. If you go to a restaurant and you are not happy with the meal. How long it took to prepare or the waiters are rude then you would write a letter and let them know you were disappointed in the business and will most probably not return.
Compliment letters
A compliment letter is the opposite too a complaint letter. It is where a customer to the service will write a letter to let the business know that they were very happy with the service they were providing. Eg. If you are out for a meal in a restaurant and the food was brought to you quickly and was good quality the staff were lovely to talk to and very helpful then the customer could write them a letter so they know the business is doing well.

tag:typepad.com,2003:post-6a0120a7a72d2a970b0120a9412586970b2010-03-16T11:59:43+00:002010-03-16T11:59:43+00:00-Measuring customer service Sales renewal rates Repeat business. How often a customer goes back to the business. If one of your customers has to keep getting back to the business it either means that they have a question or there is a problem with the product. Or this could mean that if a customer likes your business they will keep coming back to use it again, eg. Thorpe park will have regular customers that keep coming back to use their business. No. of queries or complaints about your products or services. Measure how well you’re doing by numbers of complaints....Klarissa

-Measuring customer service

Sales renewal rates
Repeat business. How often a customer goes back to the business. If one of your customers has to keep getting back to the business it either means that they have a question or there is a problem with the product. Or this could mean that if a customer likes your business they will keep coming back to use it again, eg. Thorpe park will have regular customers that keep coming back to use their business.

No. of queries or complaints about your products or services.
Measure how well you’re doing by numbers of complaints. When people come in or ring the business about complaint on their products they have to record how many they get so that they can improve on their products faults. Eg. Virgin trains get some complaints about trains being delayed or late.

No. of complaints about your employees.
If you get loads of complaints about your employees it obviously means that they are either rude to their customers or are no help and not doing their job properly. Eg. Like in some shops you will get staff standing around doing nothing.

No. of damaged or faulty goods returned
Number of goods that get sent back. If a lot of damaged or faulty goods are returned this means that bad customer services is implied. Eg. Microsoft receives a lot of complaints about their Xbox being damaged or faulty and having to be sent back for repairs.

Average order-fulfilment times
Average time you take to complete orders. Most big stores have an average delivery time that the will usually deliver your product in. Eg : Argos say every 2- 5 working days for your delivery

No. of contact with a customer each month
Contact with your customer, if you have a lot then its bad customer services but if its little then good. Eg. BT get a lot of calls each month with customers complaining about their internet not working.

Volume of marketing materials sent out and responses generated
Number of adverts sent out a how many responses they get back from it. Some companies send out new deals and offers to their customer’s emails. Thorpe Park will send people offers and count how many replies they get.

Time taken form order to delivery
if you are slow at ordering and delivering it’s bad but if you are fast then its good! Some companies will record the time that it takes them to deliver their products and they will work out an average time they will deliver it in. If the shop doesn’t have the product in their store they will order it and deliver it to your house, eg: Tescos say they will take 2-5 working days to get the delivery to you.

tag:typepad.com,2003:post-6a0120a7a72d2a970b0128777d220d970c2010-02-09T12:20:15+00:002010-02-09T12:20:15+00:00This is important because these are the main skills you need for customer service. If you don't use these then your customer service will be very poor, and this may make customers not return to your business.Klarissa

This is important because these are the main skills you need for customer service. If you don't use these then your customer service will be very poor, and this may make customers not return to your business.

tag:typepad.com,2003:post-6a0120a7a72d2a970b0128777d17c4970c2010-02-09T12:03:10+00:002010-02-09T12:03:10+00:00Share what's interesting to youTime taken form order to delivery if you are slow at ordering and delivering it’s bad but if you are fast then its good! Some companies will record the time that it takes them to deliver their products and they will work out an average time they will deliver it in. If the shop doesn’t have the product in their store they will order it and deliver it to your house, Eg: Tesco say they will take 2-5 working days to get the delivery to you.Klarissa

Share what's interesting to youTime taken form order to delivery
if you are slow at ordering and delivering it’s bad but if you are fast then its good! Some companies will record the time that it takes them to deliver their products and they will work out an average time they will deliver it in. If the shop doesn’t have the product in their store they will order it and deliver it to your house, Eg: Tesco say they will take 2-5 working days to get the delivery to you.

tag:typepad.com,2003:post-6a0120a7a72d2a970b0128777d1631970c2010-02-09T12:00:07+00:002010-02-09T12:00:07+00:00Share what's interesting to youVolume of marketing materials sent out and responses generated Number of adverts sent out a how many responses they get back from it. some companies send out new deals and offers to their customers emails. Thorpe park will send people offers and count how many replies they get.Klarissa

Share what's interesting to youVolume of marketing materials sent out and responses generated
Number of adverts sent out a how many responses they get back from it. some companies send out new deals and offers to their customers emails. Thorpe park will send people offers and count how many replies they get.

tag:typepad.com,2003:post-6a0120a7a72d2a970b0128777d158c970c2010-02-09T11:59:23+00:002010-02-09T11:59:23+00:00Share what's interesting to youNo. of contact with a customer each month Contact with your customer, if you have a lot then its bad customer services but if its little then good. Eg. BT get a lot of calls each month with customers complaining about their internet not working.Klarissa

Share what's interesting to youNo. of contact with a customer each month
Contact with your customer, if you have a lot then its bad customer services but if its little then good. Eg. BT get a lot of calls each month with customers complaining about their internet not working.

tag:typepad.com,2003:post-6a0120a7a72d2a970b0128777d156e970c2010-02-09T11:59:01+00:002010-02-09T11:59:01+00:00Share what's interesting to youAverage order-fulfilment times Average time you take to complete orders. most big stores have an average delivery time that The will usually deliver your product in. Eg : Argos say every 2- 5 working days for your deliveryKlarissa

Share what's interesting to youAverage order-fulfilment times
Average time you take to complete orders. most big stores have an average delivery time that The will usually deliver your product in. Eg : Argos say every 2- 5 working days for your delivery

tag:typepad.com,2003:post-6a0120a7a72d2a970b0120a87a9787970b2010-02-09T11:57:05+00:002010-02-09T11:57:05+00:00No. of damaged or faulty goods returned Number of goods that get sent back. If a lot of damaged or faulty goods are returned this means that bad customer services is implied. Eg. Microsoft receives a lot of complaints about their Xbox being damaged or faulty and having to be sent back for repairs.Klarissa

No. of damaged or faulty goods returned
Number of goods that get sent back. If a lot of damaged or faulty goods are returned this means that bad customer services is implied. Eg. Microsoft receives a lot of complaints about their Xbox being damaged or faulty and having to be sent back for repairs.

tag:typepad.com,2003:post-6a0120a7a72d2a970b0120a87a9661970b2010-02-09T11:55:16+00:002010-02-09T11:55:16+00:00No. of complaints about your employees. If you get loads of complaints about your employees it obviously means that they are either rude to their customers or are no help and not doing their job properly. Eg. Like in some shops you will get staff standing around doing nothing.Klarissa

No. of complaints about your employees.
If you get loads of complaints about your employees it obviously means that they are either rude to their customers or are no help and not doing their job properly. Eg. Like in some shops you will get staff standing around doing nothing.